Production Support Analyst

RogueThink•Arlington, VA

21h•Hybrid

About The Position

RogueThink is seeking a Production Support Analyst to join their Operations team, supporting over 70 applications and 4 missions. This is a high-visibility role with significant potential for upward mobility within a forward-thinking IT services provider that specializes in mission-critical federal and Intelligence Community programs. The company fosters a culture of integrity, accountability, and technical excellence, delivering secure, high-impact technology solutions in sensitive environments.

Requirements

Experience monitoring production applications and managing incidents through a ticketing system.
Strong problem-solving skills with the ability to break down complex technical and process-related issues.
Strong verbal and written communication skills.
Active Secret clearance or higher.
Must reside in the Washington, DC metropolitan (DMV) area and be able to work on-site in Crystal City or Rosslyn, VA as required.

Nice To Haves

Experience with SQL and Toad (a plus, but not required).
Experience creating KBAs and SOPs.
Experience supporting secure or U.S. Government environments.

Responsibilities

Monitor production applications, scheduled jobs, and the incident management ticketing system.
Receive incidents and requests from end-users, analyze them, and respond with a solution or escalate to the appropriate resolver group.
Assist in creating Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs) to improve knowledge and decrease issue resolution time.
Collaborate with Development teams to troubleshoot incidents, research root causes, and provide details for prioritizing stories.
Write SQL queries and analyze tables, grants, functions, procedures, packages, and triggers.
Apply problem-solving skills to break down complex situations and resolve technical and process-related issues.
Communicate effectively, both verbally and in writing, with customers and team members.

Benefits

401(k) program through Vanguard with dollar-for-dollar matching on the first 6% of employee contributions (traditional and Roth options).
Annual discretionary profit-sharing contributions to employee 401(k) accounts based on company performance (historically averaging approximately 2.5%).
Employee Referral Bonuses ($8,000 for TS/SCI-cleared candidates, $5,000 for others).
Competitive Paid Time Off (PTO) package, negotiated based on experience, program requirements, and seniority (typically equivalent to four to five weeks annually).
11 paid federal holidays observed annually.
Comprehensive insurance options: Health, Dental, and Vision Insurance, Disability Insurance, Accident and Critical Illness Insurance, Life Insurance.
$1,500 Health Reimbursement Arrangement (HRA) for employees enrolled in the PPO medical plan.
Clearance support, including keeping clearances active and current, reinvestigations, and maintenance.
Family Leave: Five paid days following the birth or adoption of a child.
Bereavement Leave: Three paid days for the loss of an immediate family member.
Training and Development opportunities (online and in-person).
Educational Assistance for eligible programs.